Using Scrum for CRM Implementations

Last post 04:05 pm June 11, 2020
by Ian Mitchell
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03:16 pm June 11, 2020

Hi all,

I was wanting to get some community input into their experiences working on CRM related programs or initiatives. I have had experience using Scrum for the following during my career:

1. With development teams to build customised features/ functionality on open source platfroms (i.e. Comptel 8, Moodle LMS)
2. Ground-up development of new software/ products using Scrum (i.e. mobile apps, desktop applications)

I am thinking back to one of my very first projects which was a CRM implementation where Waterfall was used. There was no actual software development undertaken, but we had technical staff doing significant field/ function/ feature configurations to ensure the CRM was fully aligned to the business's needs. Has anyone here used Scrum in it's purest sense with a similar type of CRM implementation? If so, how did it go? I am also interested in asking this question as I have seen quite a few job ads in the past where they are asking for various types of project resources to support 'large-scale' or 'complex' CRM projects and as a part of the recruitment criteria is for applicants to have Agile experience and/or certifications.

Can Scrum effectively be used when the software has already been built and it's just a matter of configuring fields/ functions/ features for business use by technical resources (but there is no need for any coding or software development whatsoever)? Do you really need a PO and a SM for such an initiative? It just seems overkill using Scrum where requirements are largely predefined and the solution chosen is pretty much a 'turn-key' type product.

I might be completely wrong here so looking for community input!

04:05 pm June 11, 2020

It just seems overkill using Scrum where requirements are largely predefined and the solution chosen is pretty much a 'turn-key' type product.

The Scrum Guide says:

"Scrum is a framework for developing, delivering, and sustaining complex products"

Is the product you are describing a complex one?